ICT USER SUPPORT TECHNICIAN

Recruiter:

IOCO

Job Ref:

1860294143

Date posted:

Friday, May 15, 2026

Location:

Cape Town, South Africa

SUMMARY:
-

POSITION INFO:

We are seeking a customer-focused and proactive User Support Technician with 1–3 years of experience in IT Service Desk and End User Support environments. The ideal candidate will have strong experience in incident and event management, call logging, and ensuring Service Level Agreements are consistently met while delivering exceptional customer service. Skilled in handling customer interactions professionally through excellent communication, telephone etiquette, and email correspondence, the candidate demonstrates the ability to multitask, take ownership of issues, and ensure incidents are resolved or escalated within the required timeframes.

What you'll do:

To ensure that we communicate accurately and timeously with the relevant clients regarding Incidents logged
Meeting of the relevant Service Level Agreements in the Call Logging System by the Service Desk
Ensure that calls are assigned to the next resolver groups within the specified timeframes
Working well with another colleague/team player/ willing to assist
Ensure that all correspondence is adhered to, executed, or noted in the correct manner
Following instructions including customer Working Instructions (WI) or management instructions
Go-getter
KPA 3: Asset and Documentation Support
Assist with IT asset tracking and inventory updates.
Maintain basic documentation and user records.

Your Expertise:

Telephony soft skills qualifications and/or Call center/Service Desk experience
English - Can converse and has the necessary email skills to be able to deal with relevant stakeholders
Excellent Customer Interaction and communication
Service Desk Experience
Call Centre Experience
Event Management Experience
Incident Management Experience
Multi-tasking skills
Telecommunication experience
Excellent customer interaction.
Positive attitude required with excellent telephone etiquette
Team player with good work ethic and attendance record
Self-driven - Get the job done
Strong sense of responsibility in taking ownership of problems and seeing them through till completion.
Excellent customer satisfaction, interaction and engagement
Service Desk Experience
Call Centre Experience

Qualifications:

Qualification Essential Competency
- Matric / Grade 12 (Essential)
- IT-related certificate or diploma (e.g. IT Support, Information Technology, Systems Support)
- Industry certifications (advantageous):
- CompTIA A+
- Microsoft Certified: Modern Desktop Administrator Associate
- 1–3 years’ experience in an IT Service Desk or End User Support environment
- Basic understanding of ITSM tools (e.g. ServiceNow, Remedy, Freshservice)
Qualifications preferred/ knowledge
- ITIL certification

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